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Senior Customer Service Operations Expert

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
About the Role:

We are looking for a seasoned Customer Service Quality Assurance Analyst to join our team. As a key member of our customer service team, you will play a critical role in ensuring that our customers receive high-quality service. Your responsibilities will include:

Responsibilities:
  • Conduct quality assurance reviews of customer service and collection agents.
  • Analyze data to identify areas for improvement and develop recommendations.
  • Collaborate with cross-functional teams to implement process improvements.
  • Develop and deliver training programs for customer-facing staff.
  • Stay up-to-date with industry trends and best practices in quality assurance and training.
Requirements:
  • Bachelor's degree in a relevant field or equivalent work experience.
  • Experience in quality assurance or auditing, preferably in the financial services industry.
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and prioritize tasks effectively.